Bob Webb

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Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

Solving Pain Points of Contact Center Forecasting

| Bob Webb

Anyone who has ever been responsible for ensuring that the right number of contact center agents are in their seats at the right time can tell you that producing an accurate schedule can be complex. If you are experiencing pain points in trying to produce an accurate forecast, you need a strategy that will help ensure you are maximizing available agents with call demand.

Forecasting Call Center Workloads

| Bob Webb

Accurate forecasting is the most important component of workforce management software and call centers are inherently susceptible to the inaccuracies of call volume forecasting.

Boost the Accuracy of Call Volume Predictions

| Bob Webb

The usefulness of the staff schedule created by workforce management software will rise or fall on the reliability of the predictions it makes about the expected volume of incoming work. Without the right assumptions about the workload to be handled, the software

8 Ways to Conquer Last-Minute Scheduling Dilemmas

| Bob Webb

Are you prepared for last minute changes that are sure to occur with agent scheduling? This is a universal problem that all centers face. It can be especially challenging for those without an automated solution for agent scheduling

Eight Steps for Conquering Holiday Scheduling Dilemmas

| Bob Webb

With the holidays right around the corner, are you prepared for last-minute changes that are sure to occur with agent scheduling? This is a problem that all contact centers face during holidays, and the ramifications can be significant. If staffing is just 2% below where it should be, the percentage of calls answered within 30 seconds, or any other established performance objective, will typically drop by 10%. If 10% of the seats are vacant, half of the center